Contact Information

Tel: 03-4405-7744 (+81-3-4405-7744 from outside Japan)
Email: customerservice@mizenka.com
Hours: by appointment

Frequently Asked Questions

What is the difference between Available Works and Selected Works?

Available Works are artworks that are available for purchase on our website. Selected Works are artworks created by an artist that are not available for purchase.

I do not see prices on many of the artworks. Does this mean that they are not available for sale?

Yes, it means that such item is not available for sale. When an artwork is available for sale via our website, the site will display "Price: Contact or Login" next to the artwork. To see the price of any item, you may either login to your account (or, if you do not already have one, create a new account) or you may contact Mizenka via email specifying the artwork you wish to purchase or inquire about.

Are the artworks sold on Mizenka.com framed?

Some of the artworks on our site are framed. If an artwork is framed, this will be indicated in the description of such artwork. If there is no indication that an artwork is framed, it means that the artwork is unframed.

Do I have to order on your website?

No, you may purchase an item by contacting us at customerservice@mizenka.com specifying the details of your order. 

Why should I register with Mizenka?

Registration with Mizenka allows you to easily purchase items seen on our website from the comfort of your home or office. It also enables you to receive our periodic newsletters about upcoming events and/or sales. However, you do not have to register with Mizenka.com to purchase items from our gallery or to keep being informed of upcoming events. 

Are there any Terms & Conditions that apply to my account?

Yes. To see the terms and conditions applicable to your account, review the Mizenka Terms & Conditions policy.

The site is not accepting my username/password or email address, even though I know the information is correct. What can I do?

Please reset your password online by clicking on the “Lost your password?” link on the login page or contact customerservice@mizenka.com if you continue to have difficulties. 

I forgot my password. Can you help?

Certainly. Please click on the “Lost your password?” link at the right of the Login+ on the Login page and enter and submit your registered email address to have your password reset.

Can I share my username/password with friends/colleagues?

No. Please do not share your Mizenka.com account details with any person. If you do so, it shall be at your own risk, and you are solely responsible for any loss suffered from the sharing of the account details.

How do I add or remove my email address from your mailing list?

You can add your email address to our newsletter mailing list by entering your email address and clicking on the “Subscribe+” button on the “Subscribe Newsletter” section of the Contact Us page. You may opt out of receiving any email notification of events from Mizenka by sending an email to customerservice@mizenka.com with the title “Unsubscribe” from the email address you wish to unsubscribe. We aim to fulfill each unsubscribe request within 24 hours. But please allow for up to 7 business days for the unsubscribe request to be implemented. 

Can I sell my artwork on Mizenka.com?

Mizenka Gallery carefully selects the artists we work with. If you are interested in working with Mizenka Gallery, please feel free to contact us. 

What types of payment do you accept?

Credit Card Payment Options

Use the Credit Card check out system from the Mizenka.com order page after you login and follow the user-friendly instructions.

Alternatively, please send us a message at customerservice@mizenka.com and we will work together with you to find an appropriate and safe method for transmitting your credit card information.

Bank (Wire) Transfer

If you would like to pay via bank transfer, please click “Bank Transfer” payment option on our order page after you login. Or, you may email Mizenka at customerservice@mizenka.com to place your order. If placing your order by email, please note the item number of the artwork you wish to order. Confirmation of your order will be sent via email from Mizenka.

Other

We are happy to assist by processing your purchase on the phone. You can call us at 03-6859-8559 or, if from outside Japan, +81-3-6859-8559.

Do you accept non-credit card payment?

Yes, we accept bank transfer. Please login into to your account and select “Bank Transfer” as the payment option prior to any purchase. 

Is it possible to combine a cash payment with another form of payment for any single order?

Unfortunately, at present, it is not possible to combine a cash payment with another form of payment for any single order. 

Where can I check my order status?

Mizenka will send you an email notifying you when your order has been shipped. If your order is shipped with a tracking number, you will be provided with the name of the shipping company, the tracking number and the method for tracking your order from the shipping company website. Please do not hesitate to email customerservice@mizenka.com should you have any questions regarding your order.  

Are there any taxes or charges on my order?

The applicable consumption tax rate in Japan will be included for all purchases made through Mizenka.com or with Mizenka Gallery. In addition, other taxes and/or charges applicable to your shipping address (including customs tax borne by the recipient) may be charged by the relevant tax authorities in the country where the item will be shipped.

Which currency do you charge in?

We charge in Japanese Yen. If you see a Yen price on your screen, the actual conversion to your local currency is done by your bank or credit card company at the moment of the purchase, based on our fixed Yen price. Please note that charges in addition to this conversion rate may be added by your bank or credit card company for the conversion. 

Is my personal data and credit card information securely protected?

Mizenka takes online security very seriously. All of your information is stored via Global Sign SSL Secured encryption on a protected server in a secure location. All credit card payment information sent to Mizenka via our website is encrypted with Global Sign SSL Secured encryption. 

I am having difficulty paying by credit card. Is there something wrong?

If the system is not accepting your credit card, please verify that all of the information, including the credit card number, expiration date, and security code was correctly entered. If your credit card is still being declined please contact the company that issued your card for more information. Also, we are happy to assist by processing the charge with you on the phone. You can call us at 03-6859-8559 or, if from outside Japan, +81-3-6859-8559.

How long does it take for my order to be shipped?

Mizenka aims to ship your order within 5 business days of receipt. However, depending on the size or delicate material with which an item was created, there may be cases when it may take up to 7 business days from the date of order to properly prepare an item for safe and secure shipment. 

How are shipping rates calculated?

To help ensure your shipping cost is as accurate as possible, we base shipping costs on the type, weight, size and quantity, and the value of your order. Shipping/handling costs include the postage based on such factors and also the cost of the packaging. To best meet your needs, for international shipping we offer 2 different shipping options that range in price and delivery speed: Economy and Priority. Rates are based on shipping a single item. Purchasing multiple items results in multiple shipping charges, but for your convenience, we may try to consolidate multiple items into one shipment if possible. 

Is it possible to combine multiple orders into a single shipment?

Yes, Mizenka is happy to combine multiple orders into one shipment. Please note, however, that depending on the size and type of item ordered, it may not always be possible to combine multiple orders into a single package. 

How can I cancel an order?

You may cancel an order by emailing us at customerservice@mizenka.com within 24 hours after placing your order and we will cancel your order. Orders cancelled after the 24 hour window may be subject to Mizenka’s Return Policy if such order has already been shipped. Please see our Terms & Conditions and our Return Policy in the Frequently Asked Questions section of our website on the Contact Us page.

What is your Return Policy?

We hope that you will be thoroughly happy with your order on Mizenka.com and with our level of service. However, in cases where you are not satisfied with your order on Mizenka.com, Mizenka allows you to return it to us.

If you're not completely happy with your purchase on Mizenka.com, you may return it to Mizenka at Azabu Green Terrace 5F, 3-20-1, Minami Azabu, Minato-ku, Tokyo, 106-0047, Japan within 5 days of receipt to receive a full refund (less shipping and handling costs - we will only refund the shipping and handling costs if the return is a result of our error).

We cannot accept returns of the following types of items:

• items that were not damaged at the time shipped from Mizenka
• items returned more than 5 days after delivery for any reason
• items purchased at Mizenka Gallery

Return of Damaged Items

We accept the return of damaged items for items purchased on Mizenka.com only when returned within 5 days of delivery.

Please notify Mizenka customer service in advance within such period if you need to return a damaged item.

Returns from International Addresses

For items purchased on Mizenka.com, we accept returns from international addresses within 5 days after delivery. Prior to returning an order or item, please contact Mizenka customer service with the order number and your name.

How to Return an Item

Ship Your Return to Mizenka

To ship your return item(s) to Mizenka, please contact Mizenka customer service with your name, the name and order number of the artwork and a brief explanation for the return.

To minimize any damage to the artwork, we highly recommend using the original packaging. Mizenka Gallery reserves the right to refuse the return of any item due to damage.

Fees (including but not limited to shipping and bank transfer fees) relating to the return of an artwork purchased on Mizenka.com shall be borne by the customer.

Return Your Item to Mizenka Gallery

If you choose to return an item to Mizenka Gallery in person, please let us know in advance of the date and time on which you plan to make the return by contacting Mizenka customer service at 03-6859-8559 or, if from outside Japan, +81-3-6859-8559 or via email at customerservice@mizenka.com. A Mizenka staff member will assist you with your return.

To minimize any damage to the artwork, we recommend using the original packaging to return any purchased artwork to Mizenka Gallery. Mizenka Gallery reserves the right to refuse the return of any item due to damage.

Any costs incurred in physically returning any item to Mizenka Gallery shall be borne by the customer.


Contact Information

Mizenka Gallery

Call Us:  03-4405-7744 
                +81-3-4405-7744 (outside Japan) 
E-mail:    customerservice@mizenka.com 

Hours:  by appointment only

Azabu Green Terrace 5F
3-20-1, Minami Azabu, Minato-ku
Tokyo, 106-0047

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